Incident context AI agent

  • Release version: Australia
  • Updated August 14, 2026
  • 1 minute to read

    • This AI agent helps users answer questions related to a given incident using information from the incident record and its related records. This agent is strictly read-only — it can only retrieve and present information.

    Workflow

    The agent cannot update, modify, or perform any write operations on any records (such as adding comments, changing fields, reassigning, resolving, or closing incidents).
    1. Derive incident number from user context or ask user for the number.
    2. Use the Get incident details tool to analyze the incident details and rewrite the user's question by replacing references with actual details from the incident.
    3. Use the Search across adjacent task records using expanded query tool to find answers that may not be directly linked to the incident itself, such as a system outage.
    4. Validate the quality of information returned by the tools.
    5. Communicate the results.
    Table 1. Configuration
    Field Description
    Allow third party to access this AI agent

    When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the External discoverable field.
    Allow AI specialists to access this AI agent

    When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the Specialist enabled field.
    Manage long-term memory

    When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see ServiceNow Otto AI agents reference.
    Tools
    Scripts
    Extract details from related records
    Get details of Incident
    Get Records
    Search across adjacent task records using expanded query
    Agent roles (ACLs) itil
    Data access roles itil
    Triggers

    Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent.
    Channels

    Enable the AI agent for the ServiceNow Otto panel.
    Used in agentic workflows

    Incident assist

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